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The usual use cases for Genesys Cloud CX that I mostly work with involve a contact center application. We use telephony, voice channels, WhatsApp channels, and all these services. Our client is a healthcare system that provides healthcare systems and has partners around the world, including doctors. When they are operating or working on anything, they need to have some consultant call Philips so that they can operate the healthcare systems provided by Philips. Based on the SLA requirement between Philips and the hospital, they considered Genesys Cloud CX as the best choice out of all the contact centers they have.

The features and capabilities of Genesys Cloud CX that I have found most valuable so far include its omni-channel support. We don't need to configure anything because by default, it will provide support for voice, text, SMS, emails, and all these services. The important thing is we don't need to manage any infrastructure. We have the option to have a private contact center, but most of the infrastructure is managed by Genesys itself. We just need to buy their service and use their licenses to access those particular services.

Improvements in Genesys Cloud CX, from my perspective as our client is a healthcare system with an SLA with their partners, are necessary since we faced an outage due to AWS. Genesys Cloud CX is hosted on the AWS environment, and if there's an issue on AWS or any outage, there is no other alternative provided by Genesys. We need to rely on a third-party system such as Microsoft or carriers during outages. They need to expand their cloud providers and consider different solutions so that if there's any outage, it doesn't happen in all regions. They might configure a secondary region as a backup, which could help. I am not exactly sure how they resolve that particular issue, but we faced this issue recently.

Currently, the AI-driven tools in Genesys Cloud CX have not helped us in personalizing customer engagement. I know Genesys provides some services with Genesys Cloud AI, but we have never used that. However, we use bot flows, especially the Digital Bot flow that they have changed to, to automate customer engagement. We use it to send automated emails in response to common questions we receive from customers, based on pre-built responses in the system.

I have been working with Genesys Cloud CX for the past three years.

The stability and reliability of Genesys Cloud CX are good, as it can handle multiple agents, numbering in the hundreds or even thousands, located in different parts of the world. However, for the HIPAA instance where we use Genesys as a carrier, we face multiple issues. In that instance, calls are not consistent. When making outbound calls from the US to Europe, there are restrictions. We need to reach out to the Genesys team for assistance, but their response is often delayed, which impacts our business operations. If we want a dedicated team, it would require an extra payment, but our company has decided against that. The common support team we have is slow to respond, taking two to three days or even a week. They are knowledgeable and provide details, but the time taken to reach back to us through the multiple teams involved is cumbersome.

I find Genesys Cloud CX scalable because we do not manage the scalability ourselves. By default, it's a web application, and based on the number of agents in our organization, we need to purchase licenses upfront. Genesys handles all the backend configurations. We have not faced any issues such as system slowness or degraded call quality despite handling over 200,000 calls. Everything works well for us so far, with around 2,000 to 3,000 agents working daily.

I would rate the technical support from Genesys Cloud CX a six or seven since we don't have a dedicated team. Recently, we've been experiencing issues, as Genesys Cloud CX is a web application with many underlying components, including the browser or the PC used. Many agents report not receiving alerts or calls consistently—missing two or three calls out of thirty on a given day. This issue is ongoing, and despite raising several incidents with Genesys, the responses we receive often suggest it's a browser, PC, or network issue, while the problem persists.

Positive

Before using Genesys Cloud CX, we used Genesys Engage, which is an older on-premises Genesys solution. Our project is about moving from Genesys Engage to a cloud solution. I think Genesys Engage stopped support last year or the year before, pushing us to change to the cloud, which is why our company made that decision.

I did participate in the initial setup and deployment process of Genesys Cloud CX. I am part of it, but I don't manage most of the things, such as creating and setting up sites or edge servers. We use our own carrier, Orange Business Services, instead of Genesys carrier. I mostly worked on call setups. We have this Architect tool that allows us to do most of the configuration using drag-and-drop boxes, and we don't need to code specifically unless we want to pull a large amount of data. Genesys Cloud CX APIs have some rate limits that pose challenges. Our contact center handles around 200,000 calls per month. We face issues due to rate limits on data pulling, needing a significant amount of time to retrieve large datasets due to those constraints, but Architect is a very good tool for configurations.

You can consider me as a consultant for Genesys Cloud CX. I work as a support engineer, and we support the Genesys Cloud CX application. Our client uses that particular application, and we support our agents who are working on those systems if there are any issues or bugs and they want any configurations.

The impact of real-time dashboards on my decision-making processes is minimal because we don't use them. As a consultant, my task is to create call flows, design call flows, email flows, or bot flows. Supervisors who manage that particular contact center in their area use those dashboards. Their dashboards provide information such as real-time data on how many calls are active, based on which they can decide how many agents to put on queue or off queue.

The unified interface of Genesys Cloud CX impacts agent efficiency in my organization because they recently changed the UI last month or the month before. Currently, agents are getting habituated to the new interface. However, they just changed the user interface, and everything else in the system settings remains the same, including the naming conventions. I don't think that much impact is felt by the agents.

I don't know the specifics about the pricing and licensing of Genesys Cloud CX. I know there are a few licenses available, some of which are costly, and also, Genesys provides some concurrent licenses. However, I don't handle those details directly; my team lead or my architects take care of them.

I have never utilized Predictive Routing in Genesys Cloud CX.

I would rate this product an eight overall.

My main use case for TalkDesk is to evaluate calls and communicate feedback to employees regarding their performance. I also use it to track agent productivity and their status. TalkDesk helps us address productivity issues. We have a live view of everything and can address it simultaneously. I can also track performance feedback through the evaluation forms.

In addition to that, I also use TalkDesk to track customer interaction and satisfaction and to report on the business performance.

A specific example of how I use TalkDesk to communicate feedback or track productivity is that it serves as our main telephone system. We eliminated Cisco, which was much more expensive compared to TalkDesk. It is our main telephone system for our inbound contact center that handles technical support for our organization. I was looking for a flexible and cost-effective platform that allowed us to seamlessly build a multi-tenant instance that worked for all our various teams, which TalkDesk provided. In the future, I am looking to layer in AI components such as autonomous agents and automated QA, and I am currently exploring this option.

The best features that TalkDesk offers include live tracking of agent productivity, reporting of agent evaluations, and text analyzing calls agents have taken.

Out of the features such as live tracking, agent evaluation reporting, and text analysis of calls, all the features that I mentioned are great, as well as the enabled AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability.

I also love the user interface of TalkDesk. It is very easy to customize and navigate, and also very user-friendly. This makes TalkDesk one of the easiest tools to use. Additionally, the customer support has been very proactive and responsive 24/7. They help all the new users or generally anyone who has a question about TalkDesk, and they are able to resolve any issue on time.

TalkDesk can be improved by providing real-time alerts into Slack or email besides the new tool within Live, which requires the dashboard to be opened. Also, I have had an issue with the accuracy of invoices that I think are fixed, but then tend to reappear. Additionally, the reporting can take a long time to load.

TalkDesk can have room for improvement if I could join Academy from the comfort of my home or while working remotely. That would be great.

It could be better if TalkDesk could notify whenever I need to aux.

I have been using TalkDesk for the past six to seven years.

TalkDesk is very stable; I have not experienced any lagging or downtime. So far, everything has been performing well.

TalkDesk's scalability is great for business as it is very scalable.

The customer support is very proactive and helpful 24/7. They have been really good, especially when I have an issue and I reach out to them; they are quick to respond and have a solution for me.

Before, I was using a tool called Ring.

TalkDesk is deployed in my organization using a hybrid cloud.

I purchased TalkDesk through the AWS Marketplace.

I have seen a return on investment as efficiency increased when I did not have as many programs open at once, recording got better in conversations, and tracking became better in conversation.

According to my experience and my organization's use, TalkDesk has been very cost-effective and affordable. Also, the setup has been very seamless and easy, especially when the user is able to go through the smooth learning curve. The support guides them through, and the setup becomes very easy and seamless.

Before choosing TalkDesk, I evaluated other options including HubSpot CRM.

Efficiency has increased since TalkDesk was implemented. Call volume is balanced and employees are more productive. Call abandonment rates have been reduced dramatically. It is also very easy to use and very straightforward.

TalkDesk has positively impacted my organization because it has been very helpful since I started using this tool; it has increased quality assurance scores, improved customer experience and trust in pilot reviews, improved training material, improved call handling time, and increased quality evaluation.

My advice for others looking into using TalkDesk is that it is very good for medium to large organizations that need customer ability and many features. It is also one of the best tools for customer satisfaction and call centers. TalkDesk is very cost-effective and very easy to use.

TalkDesk is very user-friendly and easy to navigate. Call dispositioning has been streamlined very well to accommodate CRM profiles. Call alerts are very useful and efficient, which helps us avoid any missed calls or interactions. Call evaluation data has been stored accurately and updates in real-time, also providing access to quality evaluation data.

I would rate TalkDesk an eight out of ten according to my user experience.